Executive Customer Service - Blended Process

Key Responsibilities:

Customer Interaction (Voice + Non-Voice):

• Handle incoming and outgoing customer calls professionally and efficiently.
• Respond to customer queries via email, live chat, or other digital platforms.
• Troubleshoot and resolve product or service-related issues in a timely manner.
• Maintain a customer-first approach in all interactions.

Issue Resolution:

• Provide accurate and complete information to customers using appropriate tools and resources.
• Escalate unresolved issues to the appropriate internal teams and ensure timely follow-up.
• Document all customer interactions and actions taken accurately in CRM systems.

Service Quality & Performance:

• Meet or exceed daily, weekly, and monthly performance targets (AHT, FCR, CSAT, etc.).
• Ensure compliance with company policies, security guidelines, and quality standards.
• Identify recurring issues and suggest process improvements.

Team Collaboration:

• Work closely with team members and support departments to ensure customer satisfaction.
• Participate in regular training sessions, feedback discussions, and team meetings.

Required Qualifications:

• Education:
• Minimum: High School Diploma / 10+2
• Preferred: Bachelor's Degree in any discipline
• Experience:
• 0–2 years in a BPO/Customer Service/Call Center environment
• Freshers with excellent communication skills are welcome
• Skills:
• Strong verbal and written communication skills
• Good typing speed and basic computer literacy
• Ability to multitask and handle both voice and non-voice queues
• Empathy, patience, and problem-solving ability
• Knowledge of CRM tools and customer service software (preferred)